Secret Help Desk Technician with Security Clearance

Required Skills & Experience Active Secret Clearance
BA/BS and 1 year of experience or 2 years of help desk experience
Ability and willingness to work evening or night shifts Job Description Insight Global is seeking help desk specialists to support a large government customer. Responsibilities will include • First point of contact for Tier 2 requests that are escalated to the team. Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)

• Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
• Route tickets in accordance with documented procedures
• Perform quality assurance follow-up with customers/end users
• Comply with documented processes and procedures
• Monitor group mailboxes and prioritize emails by order of importance
• Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
• Provide reporting (as needed)
• Maintain a professional demeanor with our military, civilian and contractor customers